Greetings,

I was recently promoted to IT Manager of a mid-size Hot Spring Retreat Center and am looking to implement some kind of Asset / Configuration Database + Support Ticket Tracking. The support team will likely be me and 1-3 assistants.

We have about 50 networked computers spread over multiple buildings in 3 locations. The network includes Wireless, 100BASE-TX, 1000BASE-T, and Fiber Optic segments. All machines currently some version of Windows (from 98 to Vista and Server 2008), but I may consider migrating at least the servers to Linux, BSD, or similar in the future. We have 2 applications that require MSSQL Database servers (separate locations = separate servers for now), but I'm willing to consider MySQL. We do not presently have an internal web server, so Apache or whatever is "default" is fine.

From my research so far, OTRS::ITSM and GLPI + OCS seem to be the

leading contenders (I like to use / support FSF style free software when possible). Any suggestions, comments, or corrections to my below impressions based on the websites and random slashdot and other discussions?

OTRS::ITSM http://otrs.org and http://otrs.com Originally had German developers, but has excellent English translations and a large, active English speaking user community. "Technologically" sound, but possibly not as "tight" as GLPI in database and scripting implementations (this was mainly from a few random comments, so I can't vouch for it's accuracy / reliability). Installation on Windows is very easy. Haven't gotten too far along in using. One of my big questions is how easily can data for the CMDB be gathered and/or updated automatically.

GLPI+OCS http://www.glpi-project.org and http://www.ocsinventory-ng.org/ Originally had French developers and so far has very unpolished English translations and a relatively small English speaking user community. "Technologically" may have advantages over OTRS? Installation may be a little more complex, but doesn't look too bad (have not tried yet). OCS looks good (again haven't tried it yet) and should be able to automatically gather much of the the CMDB.

Originally I was leaning towards OTRS largely because of the better English support / community, but after reading a bit more I'm starting to reconsider. In particular the OTRS::ITSM documentation says "The use of an ITIL compliant tool such as OTRS::ITSM only makes sense if processes, people and products (IT services) really are ITIL compliant. Successful ITIL implementation projects typically take up to a year and longer." (from http://doc.otrs.org/itsm/1.3/en/html/c419.html )

I had never heard of ITIL before reading about it at otrs.com and am pretty certain my predecessor hadn't either. I'm looking for something I can have up and running in a few weeks and gradually make more and better use of. Right now our asset, configuration, and support / process documentation consists of a series of spreadsheets that have been updated sporadically at best.

Thanks for any comments or advice.

-- Bill Landis